1. About My EZ-Link Mobile
1.1 What is My EZ-Link Mobile?
My EZ-Link Mobile is a free mobile application developed for NFC (Near Field Communication) enabled mobile phones operating on Android systems. The application allows you to transform your phone into a personal top up terminal for all EZ-Link issued CEPAS cards. You will be able to access the following main functions:
- Top up ez-link cards
- Check balance of ez-link cards
- View ez-link card details (Eg. Expiry date and card status)
- View transaction history
- Instant Activation on EZ-Reload
- M-payment : Pay for online purchases+ with an ez-link card
+ Applicable to participating merchants’ websites and mobile applications only.
1.2 Where can I download My EZ-Link Mobile?
1.3 What are the phones that are compatible with My EZ-Link Mobile?
My EZ-Link Mobile is supported on several mobile phones. For optimised experience, please ensure that your handset has the approved Android versions installed. Click here for the list of My EZ-Link Mobile certified and tested NFC mobile phones.
1.4 The model of my mobile phone is not on My EZ-Link Mobile certified and tested NFC mobile phone list, but I am able to read my ez-link cards. Why is that so?
To ensure optimal experience for the users, EZ-Link has conducted extensive testing on the approved models and firmware. You may still be able to read ez-link cards on non-approved handset models and/or other firmware versions. However, you may at times experience intermittent performance issues. EZ-Link is working with several handset manufacturers on firmware upgrade to resolve this.
1.5 How is My EZ-Link Mobile different from the other card reading applications available on Google Play store?
My EZ-Link Mobile is an official mobile application developed by EZ-Link Pte Ltd and is the only mobile application that provides top up of ez-link cards via a NFC-enabled mobile phone.
1.6 How is My EZ-Link Mobile different from the NFC functions of EZ-Link's existing mobile application?
Please refer to the following table for a quick comparison of the two mobile applications:
|My EZ-Link Mobile||Existing EZ-Link Mobile Application (NFC EZ-Link purse functions)|
|Type of Users||For users of physical EZ-Link issued CEPAS cards.||For users of NFC SIM cards that are issued by local Mobile Network Operators (SingTel, M1 and StarHub).|
|Usage of Mobile Application||User has to tap a physical ez-link card at the back of a compatible NFC-enabled mobile phone.||Mobile application will be able to detect the ez-link purse of a NFC SIM card installed within the phone.|
|Convenience Fee for Top Up Transactions||A flat fee of $0.30 is applicable for every successful top-up transaction.||The charges range from $0.25 to $0.90 depending on top up amounts.|
|Payment Services||EZ-Link M-payment allows your mobile phone to act as a personal payment terminal. By tapping your ez-link card at the back of your handset, you can pay for purchases made on participating merchants’ websites and mobile applications.||Users are able to make payments at over 20,000 retail merchants’ acceptance points using their NFC SIM cards and NFC-enabled mobile phone.|
2. Using My EZ-Link Mobile
2.1 How do I begin using My EZ-Link Mobile?
To begin using My EZ-Link Mobile, please go to the settings function of your phone to ensure that the NFC function is switched on.
Screenshots of settings menu by the respective models:
For first time use, you are required to perform a one-time registration of your personal details. Upon successful registration, you will be asked to tap your ez-link card at the back of your phone (Expect to wait a few seconds during processing). In order to read and/or top up your ez-link card, proceed to add and register your card by keying in the last 4 digits of the CAN ID. Only ez-link cards registered on the mobile phone can access the functions within My EZ-Link Mobile. This is to ensure better protection of the data on your ez-link card. Continue to hold the card if you wish to top up your card. If you need to view the transaction record of another ez-link card, simply tap another ez-link card.
2.2 Why do I need to be connected via WIFI or data network when using My EZ-Link Mobile?
My EZ-Link Mobile needs to be connected to the Internet in order to perform top up transactions for ez-link cards. Should there be no data connection, you will only be able to view their card details and transactional records.
2.3 I am using a NFC-enabled mobile phone that is compatible with My EZ-Link Mobile. Why is there still no response when I place an ez-link card behind my phone?
This could be caused by a variety of reasons, which include: 2.3.1 Presence of other contactless smartcards near the phone The presence of other contactless smartcards nearby could have sent mixed signals and disrupted the reading of card information. All other contactless smartcards nearby should be removed to ensure proper detection. 2.3.2 ez-link card not placed near the NFC antenna of the mobile phone The position of the NFC antenna differs across the various mobile phones. You may refer to your handset manual or your handset manufacturer to find out the exact location of the NFC antenna for your mobile phone. 2.3.3 Tapping of CEPAS Cards that are not issued by EZ-Link My EZ-Link Mobile is designed to work with EZ-Link issued CEPAS cards which are identified by the EZ-Link logo on the reverse of the card. 2.3.4 Card not tapped and held properly The NFC reader might not be able to capture the card information properly on the first tap due to card movement. If this happens, remove your card and tap again after a few seconds. You are reminded to tap and hold your card steadily throughout the transaction to minimise reading errors. 2.3.5 Performance of NFC antenna The speed at which an ez-link card is being read depends on the type of NFC antenna and transmission performance of the mobile phone. Therefore, you may need to hold your card longer or tap again if you do not receive any response on your first try. Certain mobile phone casings may also affect the performance of the NFC antenna. You are recommended to remove your phone casing for optimal performance.
2.4 I am using a NFC SIM card. How do I access my NFC ez-link purse using My EZ-Link Mobile?
My EZ-Link Mobile currently supports users of physical ez-link cards only. NFC SIM card users can continue to use the EZ-Link Mobile Application to access the NFC SIM EZ-Link functions.
2.5 What should I do if I reinstall the application on my phone?
Upon deletion of My EZ-Link Mobile from your phone, all saved information such as user details and card information will be deleted as well. You are required to register your information again if you wish to reinstall the application.
2.6 Can I use My EZ-Link Mobile on a non-NFC enabled phone?
No. My EZ-Link Mobile requires the NFC functionality on compatible mobile phones to operate.
3. Managing My Account
3.1 How do I edit my email address?
Your email address is used as a form of unique user identification upon successful registration. Therefore, you will not be able to edit your email address after registration. If you have a new email address which you wish to register, you may reinstall My EZ-Link Mobile and register a new account with your new email address.
3.2 I have changed my mobile phone number. Can I update my new number in My EZ-Link Mobile?
Yes. To do so, simply tap on ‘i’ located on the top right hand corner of the page to access the information page for viewing and editing of your information.
3.3 What should I do if I forget the date of birth that was registered in My EZ-Link Mobile?
You are strongly reminded to ensure accurate entry of your personal information during registration as the information is required for subsequent verification purposes. In the event that you are unable to proceed with your top up transaction due to verification errors, as part of EZ-Link’s security measures to safeguard your account details, you will need to reinstall My EZ-Link Mobile and register again.
3.4 Can I delete my account?
You may delete your account by deleting the mobile application from your phone. Upon deletion of My EZ-Link Mobile, all saved information such as user details and card information will be deleted as well. You are required to register your information again if you wish to reinstall the application.
4. Managing EZ-Link cards using My EZ-Link Mobile
4.1 How many ez-link cards can I save in My EZ-Link Mobile?
You can store the details of up to 10 ez-link cards within My EZ-Link Mobile.
4.2 How do I view my ez-link card information at the Cards Summary page?
Simply tap on the name of the ez-link card that you wish to view to access the rest of the card functions.
4.3 How do I remove a previously saved card in My EZ-Link Mobile?
At Cards Summary page, simply tap on the card you have registered which you intend to remove from the app. You will then be able to see the ‘Remove Card’ function on the Card Details page.
4.4 How do I update the details of a previously saved card in My EZ-Link Mobile?
Simply tap your ez-link card on any page of the app and the details of your saved card will be automatically refreshed.
4.5 Can I rename my EZ-Link card?
Yes. You may do so at the card details page of the selected ez-link card.
5. Topping up EZ-Link cards using My EZ-Link Mobile
5.1 How much can I top up onto my ez-link card each time?
You can select from the preset top up amounts of $5, $10, $20 or $30.
5.2 How much do I have to pay for the top-up service?
A flat convenience fee of $0.30 is applicable for every successful top-up transaction (regardless of top up amounts).
5.3 Why do I have to pay convenience fee to use the top-up service?
The convenience fees are charged in order to offset the processing and 3rd party costs incurred by EZ-Link to provide the top up service.
5.4 Which banks' cards are accepted for payment of top up charges?
Only locally issued MasterCard / VISA / American Exress Cards are accepted for payment. Please note that VISA Electron cards are not accepted for payment.
5.5 What are the types of ez-link cards I can top-up using My EZ-Link Mobile?
You can top-up ez-link cards that are issued by EZ-Link, which include those sold over the counters, cards that are enabled with EZ-Reload (by Card or GIRO), co-brand bank cards and membership cards with ez-link purses embedded in them. However, Standard Tickets, Park & Ride Tickets, NETS FlashPay and Concession Cards are not issued by EZ-Link and hence cannot be topped up via My EZ-Link Mobile. The EZ-Link co-brand bank and membership cards which can be topped up are:
- Citibank SMRT Platinum Visa Card
- DBS Live Fresh Visa payWave Card
- EZ-Link FEVO Prepaid MasterCard
- M1 Prepaid MasterCard
- POSB Everyday Card
- PAssion Card by People’s Association
5.6 Is there a limit to the number of top-ups to my ez-link card that I can perform per day using My EZ-Link Mobile?
There is no limit to the daily number of top-ups you can perform on your ez-link card as long as you complete the payment process (Load funds to your ez-link card by tapping your card at the end of the payment transaction). However, for security reasons, you will only be able to top up using the same credit or debit card not more than 5 times a day.
5.7 Is it safe to use my credit card details in My EZ-Link Mobile for recurrent top ups?
My EZ-Link Mobile‘s transactions are safe and secure. It follows the same security best practices which are accepted within the payment card industry. These policies ensure the prevention of theft of personal credit card information stored within the application. In addition, My EZ-Link Mobile also requires users to go through a quick verification process prior to every top up transaction as a first line of security measure.
5.8 Can I perform top up transactions using My EZ-Link Mobile during a bus journey?
Do not top up your card using My EZ-Link Mobile during a bus journey. As part of the Distance Fares scheme implemented by LTA, commuters are charged the full bus fare upon tapping their ez-link cards when boarding and refunded the fare from remaining unconsumed journey upon tapping out when alighting. The amount to be refunded is computed based on the last transaction performed on the ez-link card. Due to current system limitations on the bus entry and exit terminals, should you perform a top-up on board the bus, this will result in you being charged the maximum fare even if you tap out upon alighting from the bus. Users are to only perform top ups on My EZ-Link Mobile before or after their bus journeys. No refunds or claims on bus fares will be entertained by EZ-Link Pte Ltd if you do not adhere to the above conditions. MRT entry and exit terminals are not affected by the above limitations and users may feel free to perform top up transactions using My EZ-Link Mobile during their MRT journeys.
5.9 Can I apply for EZ-Reload auto top up function using My EZ-Link Mobile?
Application for EZ-Reload service is currently not available on My EZ-Link Mobile. However, if you have applied for EZ-Reload via the website and received your ARN number, you may use your My EZ-Link Mobile app to activate EZ-Reload for your card.
5.10 What should I do if I wish to update my credit card details for My EZ-Link Mobile's recurrent top up?
You can change your credit card information when required. Just select ‘Change Credit Card’ in the payment menu when you perform the subsequent top up of your ez-link card. Please note that the recurrent top up details are tagged to your ez-link CAN ID and thus, the payment information that is saved within the application can only be used to top up the ez-link cards specified by the user.
5.11 When will the funds be debited from my credit/debit card account?
The funds are debited from your account once the transaction you have authorized is approved by the bank. When you see a “Successful” page from the payment gateway (Operated by Wirecard) after authorizing a top-up, it means that the funds have been successfully debited from your account.
5.12 Can I cancel my top-up transaction?
Unfortunately, once you have authorized the top-up transaction, you cannot cancel your top-up transaction as the funds have been deducted from your credit/debit account. Please be sure of the top-up amount you require before authorizing the transaction.
5.13 Is there a limit to the amount that I can top up to my ez-link card?
The maximum amount that can be stored in your ez-link card is $500. For top up transactions using My EZ-Link Mobile, the highest top up amount that can be selected is $30.
5.14 How will the user be billed for topping up via My EZ-Link Mobile?
The top up amount (inclusive of any convenience fee charges) will be reflected in your credit or debit card statement and indicated with ‘EZLink’ merchant ID.
5.15 What should I do if I have already submitted my payment details and I lost data connection when the authorisation is processing halfway?
If the payment page does not direct you back to My EZ-Link Mobile, you can re-launch My EZ-Link Mobile and tap your ez-link card to see if any funds have been loaded onto your card. If there is no top up, there should not be any deductions made from your credit/debit card account. You may wish to contact the issuing bank of your credit/debit card to confirm.
5.16 My payment has been processed but I accidentally exited from My EZ-Link Mobile before I could tap my ez-link card to complete the top up process. What should I do now?
You can re-launch My EZ-Link Mobile and tap your ez-link card. If there are any funds that were not successfully topped up previously, the app will automatically proceed to top up the card.
5.17 What if the top up transactions failed and yet my credit card gets deducted?
Please re-launch My EZ-Link Mobile and tap your ez-link card to update your card. If there are no funds loaded in your card and your credit card is deducted, you may contact our customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily except public holidays) or email at firstname.lastname@example.org. You will need to provide your ez-link card number, the first four and last four digits of your credit card (for e.g. 5569-xxxx-xxxx-1234), the top-up amount in question, the approximate transaction time and date and your contact details like email and telephone number.
6. Instant activation of EZ-Reload using My EZ-Link Mobile
6.1 How do I activate EZ-Reload on My EZ-Link Mobile App?
To begin activation of EZ-Reload, please ensure that you have with you the ARN NO either sent to you via sms when you sign up EZ-Reload online or on the AXS slip when you signed up via the AXS machines. (Sample Receipt from AXS Machine) (Sample SMS with ARN Number) If you have lost your AXS Reciept, you may request for the Autoload Reference Number (ARN, or also known as Collection Slip Number) to be sent to you via SMS. Please call the EZ-Link Hotline at 6496 8300 (Operating Hours: 0800 – 1800 daily except public holidays). Click here to view the step by step guide to activate EZ-Reload on My EZ-Link Mobile.
6.2 Is there a fee charge to the Activation Fee?
There is no charge to instant activation of EZ-Reload via My EZ-Link Mobile.
6.3 Where and When can I perform instant activation using My EZ-Link Mobile ?
You conduct instant activation anytime of the day. Ensure that you have internet connections when you are conducting the activation.
6.4 Can I apply for EZ-Reload auto top up function using My EZ-Link Mobile?
Application for EZ-Reload service is currently not available on My EZ-Link Mobile. Interested users can refer here for details on how to sign up for the service.
6.5 What should I do if I cannot conduct instant activation after I have keyed in the correct ARN No and steps required?
You may contact our customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily except public holidays) or email at email@example.com.
6.6 Can I cancel my activation instantly? Unfortunately, once you have authorized activation
Unfortunately, once you have authorized activation, you cannot deactivate the service instantly. You may contact our customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily except public holidays) or email at firstname.lastname@example.org. Should you decide to deactivate the EZ-Reload service after you have activated it, please proceed to any TransitLink Ticket Office with your NRIC/Passport and your ez-link card.
7. About EZ-Link M-payment
7.1 What is EZ-Link M-payment about?
EZ-Link M-payment allows your mobile phone to act as a personal payment terminal. By tapping your ez-link card at the back of your handset, you can pay for purchases made on participating merchants’ websites and mobile applications.
7.2 Which mobile handsets are compatible with EZ-Link M-payment?
EZ-Link M-payment is designed to work on supported NFC-enabled Android mobile phones and firmware. Click here for the list of certified and tested NFC mobile phones.
7.3 Which merchants accept EZ-Link M-payment as a mode of payment?
EZ-Link M-payment is currently available as a mode of payment on these participating websites and mobile applications.
7.4 Which cards are accepted for use with EZ-Link M-payment?
EZ-Link M-payment accepts all ez-link CEPAS cards, including the PAssion ez-link card and co-brand ez-link CEPAS like the FEVO card which carries the ez-link CEPAS purse. Non ez-link CEPAS cards are not accepted.
Here are the accepted ez-link co-brand cards:
7.5 Is there a service fee for making payments with EZ-Link M-payment?
No, there is no service fee involved for purchases made via EZ-Link M-payment.
7.6 What is the maximum amount that I can pay with my ez-link card using EZ-Link M-payment?
The maximum amount you can check-out with your ez-link card is S$500.
7.7 How do I make a purchase on a website with EZ-Link M-payment?
To complete your payment transaction for your website purchase, follow the steps below:
1. Select EZ-Link M-payment as your preferred payment option on the checkout page of the participating merchant website. A QR code will be generated and you will be prompted to use the My EZ-Link Mobile app on your NFC-enabled Android phone to make payment.2. Open the My EZ-Link Mobile app on your handset and select the shopping basket icon on top to launch the QR code scanner.
3. Scan the payment QR code reflected on the merchant checkout page.
4. Once the QR code is read successfully, verify the transaction information before tapping your ez-link card at the back of your phone to effect payment.
5. If payment is successful, a payment e-receipt will be reflected on your screen with the transaction details.
7.8 How do I make a purchase on a mobile app with EZ-Link M-payment?
To complete your payment transaction for your mobile app purchase, follow the steps below:
1. Select EZ-Link M-payment as your preferred payment option at the checkout screen on the participating mobile app.
2. Verify the transaction information before tapping your ez-link card at the back of your mobile handset to effect payment.
3. If payment is successful, a payment e-receipt will be reflected on your screen with the transaction details.
7.9 How do I know if the payment is successful?
After tapping the ez-link card, a payment e-receipt will be reflected on your screen with transaction details such as the Merchant Name, Transaction Reference Number, Transaction Date & time and Amount deducted. If the payment transaction is unsuccessful, a notification will be reflected on your screen and you will be prompted to retry.
7.10 Will the amount be deducted from my ez-link card if the transaction is unsuccessful? How can I verify this?
If the transaction is unsuccessful, no deductions will be made from your ez-link card. To check if a deduction has been made, you can use the card update function in the My EZ-Link Mobile app to check the card balance amount and view the transaction history of your ez-link card.
7.11 Will the transaction be processed if the balance amount in my ez-link card is less than the purchase amount?
The payment transaction will not be successful if the balance amount in your ez-link card is less than the purchase amount. For ez-link cards on EZ-Reload (auto top-up service), the payment transaction will go through successfully if the card balance is more than the transaction amount after auto top-up is triggered. To illustrate this:
E.g. A successful payment transaction using ez-link card on EZ-Reload
The item you are purchasing costs $40. Your original card balance is $10. The auto top-up amount is $50. Upon tapping your card for payment, the payment transaction will be successful as the card balance after auto top-up is triggered will be $60.
E.g. An unsuccessful payment transaction using ez-link card on EZ-Reload
The item you are purchasing costs $40. Your original card balance is $10. The auto top-up amount is $20. Upon tapping your card for payment, the payment transaction will be unsuccessful as the final balance in your card after auto top-up is still lower than your purchase amount. *Note that EZ-Reload can only be triggered once a day.
7.12 What are the possible reasons for an unsuccessful transaction?
The possible reasons that might contribute to an unsuccessful transaction include: • You may be using an invalid, disabled or expired ez-link card • You may be using a non ez-link CEPAS card • There are insufficient funds in your ez-link card
7.13 Who do I contact if the amount deducted from my ez-link card does not match the retail price listed on the website or app?
Please call EZ-Link’s hotline at 6496 8300 (Mon-Sun, 8am to 6pm, excluding public holidays) and provide the following information:
- Merchant Name
- Transaction Reference Number
- Transaction Date and Time
- Transaction Amount
7.14 Who do I contact if there is an error in the EZ-Link M-payment transaction?
Please call EZ-Link’s hotline at 6496 8300 (Mon-Sun, 8am to 6pm, excluding public holidays) and provide the following information:
- Merchant Name
- Transaction Reference Number
- Transaction Date and Time
- Transaction Amount
8. Viewing ez-link card transaction history using My EZ-Link Mobile
8.1 How far back can I view my transaction history?
You may view up to the last 30 transactions made on your ez-link card.
8.2 Why can't I check beyond 30 transaction records?
The ez-link card is only able to store details of the last 30 transactions.
8.3 Why can't I view the full name of the merchant where I shopped at in the transaction history?
The full name of the merchant is not stored on your ez-link card. To retrieve the information, you may wish to sign up for EZ-Link’s Activate! here or contact EZ-Link’s customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily except public holidays) or email at email@example.com.
8.4 Do I incur any additional charges if I am just viewing my ez-link card details and transactions?
There are no charges for the above services.
8.5 Is the time shown in the transaction records for transit journey referring to my time of boarding or alighting?
The time shown in the transaction record page refers to the time you alight from either a bus or exit through the MRT fare gates.
9. About NFC Technology
9.1 What is NFC?
NFC is the acronym for Near Field Communication, which is a short-range wireless communication technology that enables the exchange of data between devices.
9.2 What are the phone models that are supported by NFC?
There are currently many NFC-enabled mobile phones available in the market. You can approach your mobile network operator for more details. However, do note that only specific models are compatible with My EZ-Link Mobile. The models can be found here.
9.3 How do I make retail payments using my NFC-enabled phone?
For a start, you will need to be equipped with an NFC EZ-Link enabled phone to use NFC services.
10. Other FAQs
10.1 Can I make a claim for wrongful deductions of public transport transactions?
If you are unsure that your public transport transactions have been charged correctly, you can still file a claim with TransitLink. You may visit http://www.transitlink.com.sg to make claim online. Alternatively, you can call the TransitLink hotline at 1800 2255 663 to file for a claim.
10.2 I think I may have been charged wrongly for a trip. I would like to make a claim.
You may visit http://www.transitlink.com.sg to make claim online. Alternatively, you can call the TransitLink hotline at 1800 2255 663 to file for a claim.
10.3 How do I file a claim or enquiry on payments made for non-transit purchases?
If you are unsure about a specific payment made for non-transit use, you may wish to contact the merchant (where you made your purchase) directly for further clarification.